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Job description

111 Health Advisor / Call Handler

South Central Ambulance Service are looking to recruit a number of 111 Health Advisors / Call Handlers to join our team that is based from our Otterbourne site in Hampshire.

As a 111 Health Advisor / Call Handler, you will be responsible for answering calls from members of the public and providing them with an appropriate response for their healthcare needs.

You will receive full training on NHS Pathways (a clinical assessment tool), you will assess the needs of the patient and implement any necessary action ranging from: dispatching an ambulance, making a referral to the clinical service or simply providing basic advice.

Roles and responsibilities of 111 Health Advisors / Call Handlers include:

• Answering and responding to incoming 111 calls
• Ensuring Pathways is followed, and the correct advice and outcome is selected
• Always maintaining a calm and professional manner

To be successful in this role we require candidates to meet the following criteria:

• Competent in the use of IT systems
• Good all round education (i.e. 2 GCSEs at equivalent of grade 4 or above including English), or equivalent demonstrable experience in a similar role
• Customer service experience from a telephone or face-to-face role
• Ability to multi-task and manage competing priorities
• Good written and verbal communication skills
• Ability to listen and record information accurately

Benefits of this role include:

• Starting salary of £22,816 pro rata + unsocial hours payments (annual salary circa £25,000)
• 27 days holiday plus bank holidays, rising to 33 days (pro-rata for part time)
• Enrolment into the NHS Pension Scheme
• Access to many discounts
• Full time - 37.5 hours per week
• Free onsite car parking
• Employee assistance program
• Rota basis

Candidates will be required to work a variety of shifts which will include nights, weekends, bank holidays and religious holidays. Please look at the example rotas under “additional information”.

The recruitment process:
The recruitment process consists of three stages. Candidates successful at each stage will progress to the next stage.
1. Application – online application form, answering questions explaining clearly how you meet the essential and desirable criteria for the role. Use the additional information section to provide information on all relevant experience.
2. Assessment session – an online assessment session gauging your listening and understanding skills, critical thinking skills and problem-solving skills. You will need to have access to a webcam and a laptop or PC to do the assessments (you will need to use a keyboard).
3. Interview – an online interview with a 111 Health Advisor Team Leader from the ambulance service, discussing your skills, experience and providing an opportunity for you to find out more about the role.

Disability support

If you have any queries relating to disability and the role or recruitment process, get in touch [email protected]

Please be advised that South Central Ambulance Service reserves the right to close this campaign earlier than the advertised closing date.